Rescind Invitations
When we implemented the application, the previous administrator did a mass invitation to contacts (many of which are not valid). The status is sitting at "Reinvite." Our clients are limited in the number of support portal users that they can have for the customer portal. We need a way to rescind these invitations and clean up the system. Any insight would be appreciated, even if it is a backend fix.
Removing deactivated users
When our Zoho Support was installed, we somehow had a bunch of email addresses pulled in and setup as users by accident. They have all been deactivated, but now I need to remove them - how do I do that?
Customer "Super User" Functionality
When we implemented, we understood that the next release would include a "super user" type of functionality to allow selected contacts at the client site to see all tickets for their organization. I do not see that functionality in the new version that you have out for trial. If I were to gauge my clients #1 complaint about your application, this is it. Can I please get a status on this?
Unable to Edit "Show to Customer" on Comments
We previously had an option to edit the Comments to "Show to Customer" or "Hide from Customer". It looks like that functionality is no longer available. We have many situations where a comment is added and the agent neglected to check the box. There are also situations where we need to hide comments where the discussion is internal to our agents and development team. When we implemented your application everything was imported incorrectly and we have been working on cleaning it up, but now cannot.
Unable to create user which was deleted before
Unable to create user which was deleted before like I have created id sales@windream.co.in and deleted it but now I am unable to create same id, it says user already exists. please can one help me.
Multiple file upload for Zoho Support
Dear Zoho Support Team, Is there any chance you all will support multiple file upload via drag and drop or multiple file selection for Zoho Support? This would really help speed up the process of adding multiple files to a ticket if needed. Thanks, Thomas
Multiple Agents Editing Single Ticket
We have multiple agents who need to be able to take individual ownership of tickets before working them. I am running into an issue where multiple agents open the same ticket and assign themselves to it. This is leading to duplication of work because both think they are the only one working the ticket. My previous support system would alert subsequent agents that the ticket was already assigned when they tried to assign it. Any ideas on how to make sure the first agent to assign locks out others
Average Response/Resolution Time
I've posted about this before but can't find it now. The average response time on the support rep home page doesn't respect business hours. I really need this figure. Right now I export the information to excel and run a bunch of formulas to figure it out, but that is clunky and bulky. Is this still on the radar?
When replying to support request in ticket management and using template, the "Reply to" feature of the template not working
I have set up a template to use for "replying" to customer tickets to request new information. This template includes the "Reply to" field with an email different from the sending email. However, when the email arrives at the customer inbox, the sending email is pre-poplated for the customer to the sending email and the specified "Reply to" address is not even an option. The "reply to" works great with any email coms set to auto trigger. See attached screenshots of the template used and the
how to create subpages
please guide me how to create different subpages
Advanced search page does not appear in Chrome browser
Nothing happens when I click in the Search field and then click on "Advanced Search" in the dropdown. It works OK in IE, but in not in Chrome. (If I put the url from IE into Chrome address bar, the page does load.)
"Submit a Ticket" form default fields
Is it possible to remove the email field in the "Submit a Ticket" form. I am wanting to put a shortcut on several desktops that open IE and land the user on the "Submit a Ticket" page to put in a ticket. Some of my users do not have an email address so I dont want it to be required.
portal customization tabs
If I change the on-off sliders for tabs in the portal customization and click "publish" it tells me it's saved, but no changes appear in the preview or the portal itself.
Want to delete the customer portal users
Hi, I want to delete few customer portal users, which I have added it for the testing purpose. I am only able to deactivate them but I am not able to delete them. Actually I want to add them as agents. As the e-mail id has been used while adding them in customer portal user, I am not able to delete them. Please do the needful. Thanks & Regards, Kumaran Balasubramanian.
How to convert Support agent to Customer portal user
Hello , As i need to convert 2 Support agents to customer portal user , Please help me doing this and Email id's are. khadeer.ismail@chimeratechnologies.com deepakd@chimeratechnologies.com Please help me out ASAP
How to restrict access to Zoho Support to just within our office, by IP(s)?
I cannot find anything in the Setup or in the forums about IP restrictions for Support product. We would like to limit access to the tool from just our office. Please advise,
Zoho Support > CRM intergration
Hello, We have set up support get all of the accounts/contacts via integration from the CRM. Our question is what do we do to when we get a new contact via the zoho support to get them into the CRM? Many Thanks Peter
Random assigning ticket to Agent and Advanced Permission Settings feature
Hello, we use Advanced Permission Settings and I have this questions: (1) Is there any way to use function which randomly choose agent to whom will be new received message (ticket) in Support asign to? Like totally X people = team work on customer service, but ticketing is not so fast and there is not auto-refresh, so it's possible to assign one ticket to agent1 by himself and till agent2 doesn't refresh, he can assing same ticket to himself - "steal" it to agent1. That's possible with Advanced Permission
Live chat option is gone
Disappear from the Help menu and i can't find the link anywhere. Please advise. Thanks, Gadi
Cant reply to tickets again
Hello guys, I can replay tickets again, i don´t no why my account is block? What i have to do? contato@televo.me Thanks
Zoho Support Sending Failed
All users on our team are receiving a "Sending Failed!" message when trying to reply to tickets in Zoho Support. I see looking a history on this type of topic that it's probably a server config problem on Zoho's side but want to make sure it isn't something in our environment that's broken. Thanks for quick assistance!
Problem to verify Email for forwarding in Gmail with Google Apps
Hi! I'm trying to Forward emails that arrive to my "support@mycompany.com" email to the "support@mycompany.zohosupport.com" email in Zoho Support. When I add it to Gmail the Verification email never reaches Zoho Support as a ticket. I also configured the Email Routing in the Google Apps admin console following the handbook you have. Also tried with the "Spanish" version of the email: soporte@mycompany.com to soporte@mycompany.zohosupport.com Also tried to send an email directly to "soporte@mycompany.zohosupport.com"
Error in Sending and receiving emails in Zoho Support !
Dear All, Our sincerest apologies for letting you down. We are experiencing an unexpected mail-server failure that stalled both the incoming & outgoing mail service in Zoho Support. Our Engineers are working on it at the moment and doing their best to resolve this issue as soon as possible. We can assure you that there will not be any data loss due to this email outage. We will keep you updated on the progress via this post. You’re patience and understanding is much appreciated. Sincerely,
New Zoho Support UI - Duplicate email issue
We just started using the new Zoho Support UI, looks great however. We use to be able to submit tickets on the clients behalf an use our agents email address but now with the new UI update we get the following: Duplicate Contacts with the same email address exist, Please choose the appropriate and proceed The only reason we did this was to avoid sending out change requests to our clients when the request was submitted by the Agent. And we also have on the support notification emails so instead of
i cant received email why please help ,Problem in sending email while doing IO operation
i cant received email why please help ,Problem in sending email while doing IO operation
Contacts from Email with other fields
Hi, I am emailing tickets from my Wordpress site to Zoho support. This means that my contacts are all the email sender from my Wordpress site. Is there a way to interpret the email to create the correct contact? 1) email = reply-to address 2) parse subject line? how have others solved this? regards, Michael
Forget Admin user and password
Hi, I am forgetting my admin account details. I am using info@shri-industries.com mail Id. Please help me to retrive this account.
SLA Escalate to Group or Role
Is there any way to escalate an SLA to a group or role instead of specific agents? Specifying specific agents becomes problematic when they leave or switch groups.
All Departments Report view is only available to Admins
Dear Zoho Support Team, Is there a reason that only Zoho Support admins can view the All Departments Reports? Thomas
Invalid email linking Zoho CRM with Zoho support
I am trying to link our Zoho CRM account with the trial version of Zoho Support and when i introduce the email of the administrador of our Zoho CRM and the ZCR code when submitting the form i get the follwing error message: Invalid ZohoCRM Admin Email. Please provide a valid Email. What can i do to make it work?
Set Status of Forum Posts
As an agent, I can see a button called "Set Status" for forum posts. It appears to be a dropdown button, but nothing happens when I click it. How is status set for forum posts? In our case, a customer has added a problem to the Forum and it creates a ticket automatically. I can work the ticket as an agent, but the Forum post does not display comments or status. If I cannot mark the status somewhere, how does the status filter work?
Disable Mail Send Option
We are currently implementing Zoho Support and are seeking to disable the 'reply, 'reply/all', 'forward' buttons from certain profiles. I understand this is found in the 'Edit' option for the profile we would like to change, however when we click on 'Edit', we can alter the upper options via checkboxes, but are presented with "You cannot modify other permissions for this profile." for the lower section which contains 'General Permissions' and ultimately the 'Mail Send' option. We have tried to
configure 'From Address" for each department
In Home > Setup > From Address, we need to have each of our departments reply back referencing the same Email address as the 'From Address', but it will not let us use the same address over again. Any work-arounds?
Merge multiple fields for email subject line
Hi, I am trying to merge to fields (ticket ID and case description) into the auto email response template's subject line however was unsuccessful. Below is the coding that I am using now: [#${Cases.Request Id}]${Cases.Description} Appreciate any feedback on this. Thank you!
Guide domain mapping in zoho support
Hi, We have issues to configure domain mapping in zoho support. We have configured a CNAME in our DNS panel and we have configured domain in zoho support configuration: https://www.zoho.com/support/help/domain-mapping.html But it isn´t running. Can I help my? Thanks and regards
Cannot create sections in Help Center
When I want to create a section in the Help Center I get the following message: "Already a category/ section exists in this name. Please change it." This is not the case and I cannot add any subsections without receiving the same error message either. How to resolve?
Can't login with registered account
Hello everyone, Im having some problems about login registered account I sign up account nda@ymim.tech and while verify domain "ymim.tech" , unfortunately i closed my browser, And then I go back to verify again, but I can not login with registered account before I got message need to verify account to login, but i have no any way to login An,
mail to case no more working
Hi, when i send normal emails to support@esrifrance.zohosupport.com, zohosupport mail to case does no more work ( new case creation / append to existing case ) It was working perfectly till a few weeks ago. When my colleagues send normal emails to this adress, mail to case is working fine. Can you help ? Has my email adress been blacklisted or trottled ? Thank you for your help Regards Eric
Customers are not receiving images in the ticket replies
Hi! I am using Zoho support and upload a lot of images to my ticket replies to explain certain issues and resolutions to my customers. However, I've started to get complains that my customer does not receive the images. When I tried posting to myself I did get an e-mail, but the image was broken. I use G-mail. The images are uploaded to the e-mail-text and I usually use the "Full width"-feature. If I instead attach the image, it will work - but I do not want that. What to do?
View Ticket link in email
How do I remove the View Ticket link in the auto email that goes out to customers?
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